FAQs

You won’t be able to access your email if you’re using a temporary password that has been provided by us. Change your temporary password first.

If you’re not using a temporary password and are still unable to access your student email, you’ll need to reset your One ID password to allow the sync with your student email.

Your account gets locked when you try to login with the wrong password more than five times. Your account will be locked for 20 minutes, after the 20 minutes you should check your password.

To check if you’re using the correct password, go to the OneID page and check your password under the ‘check your One ID’ section.

If it says your account is locked or your password is incorrect, you can reset your password and unlock your account by selecting ‘Forgot my password’ on the same page.

You’ll need to remember the answers to your security questions to do so. If you do not remember your questions or do not have any set up, call 9850 4357 between 8am to 8pm, Monday to Friday, or 10am to 6pm during weekends.

When users try access the Academic Integrity Module for the first time they sometimes get an error message stating

'It appears that  popup windows are blocked, stopping this SCORM package from playing. Please check your browser settings before trying again'

To fix this issue, please access the guides listed below:

Google Chrome Guide

Firefox Guide

Safari Guide

This is a known issue for Mac users who are currently using macOS version 10.12 (Sierra) or earlier.

In order to fix this issue, you will need to update your macOS to at least 10.13 (High Sierra) or later:

1. Check your current macOS version.
2. Update your operating system and select install, this will start the update process and will install the latest version of macOS Big Sur on your computer.

In order to enable analysis Toolpak, follow these steps:

Windows

In order to enable excel Add-ins on a Windows computer, follow these steps:

1. Click File -> Options

   

2. In the options screen, Select 'Add-ins' -> 'Go...'
   
3. Then select the plugins you would like to enable and then select 'b'.

Mac

In order to enable excel Add-ins on a Mac computer follow these steps:

1. Click 'Tools' -> 'Excel Add-ins...'
   
2. Then, select what add-ins you would like to enable and then select ‘OK’.
   

Current students can change their address and/or phone numbers in eStudent. Once you have logged in:

1. Click ‘My Details’.
2. Then go to ‘Contact details’.

On this page, you can also change your personal email and your phone number.

If you have forgotten your eStudent password, call us on 9850 4357 between 8am to 8pm from Monday to Friday or 10am to 6pm during weekends.

Try using a different browser to your normal one such as Chrome/Firefox and check that your browser is up to date. If you are using a Mac, you will need to update to the latest version of macOS Big Sur which contains an updated version of Safari.

Enabling the course in the app requires you to:

1. Log into your unit on iLearn.
2. Click on the Echo360 block on the right side of the page.

You will need to do this just one time for each of your courses for them to be enabled.

In order to log into Zoom, you must log in with SSO (Single Sign-On). To do this please follow the steps below:

1. Open the Zoom Desktop Application.
2. Once you open the application, you should have two options: 'Join a meeting' and 'Sign in'. Select 'Sign In'.
3. On the Sign-in screen, click on 'Sign in with SSO'.
4. Then, enter the domain 'macquarie'.
5. An internet browser window will open where you can log in with your student OneID details.
6. Once you do this, it will open the Zoom window again and log you in.

This often means the user has signed into Zoom using an account different to their Macquarie University account.

As a security measure, the University has enabled an optional setting for hosts, which only allows accounts on the MQ domain to join.

They need to sign out of the Zoom client and sign into their Macquarie University account via SSO, or https://macquarie.zoom.us. Find out more information and guides about Zoom.

We have also developed a Zoom Cheat Sheet [PDF 279KB] to assist you with Zoom. You may also find more user guides from our Zoom page.

Macquarie recommends that you use Ethernet cable for a stable Internet connection, especially when you take an online exam. If there is a network issue, you must contact your own ISP to resolve.

The following is a general guide to help you with troubleshooting wi-fi issues at home. If you need further assistance with your computer issue, you may contact the IT Service Desk.

• Download the wi-fi troubleshooting guide for Windows.
• Download the wi-fi troubleshooting guide for Mac.